IT Service Desk Operations Manager

6 days ago


vijayawada, India beBeeLeadership Full time

Job Title: IT Service Desk LeaderWe are seeking an experienced and skilled IT Service Desk Leader to oversee and coordinate our overseas operations. The successful candidate will manage a team of Service Desk Engineers, ensuring customer-focused support and effective ticket management.Ticket Management Responsibilities:Log, track, and assign tickets in the ITSM/ticketing system.Apply smart routing logic (L1 → L2 → L3 escalation) and make transportation/dispatch decisions for onsite support engineers when required.Team Leadership Responsibilities:Supervise a remote team of Service Desk Engineers (L1/L2).Balance workloads, provide shift coverage planning, and conduct regular performance reviews.Operations & Reporting:Track SLA performance, produce daily/weekly reports, and suggest automation improvements.Highlight recurring incidents and maintain professional communication with customers.Requirements:Proven experience in IT Service Management.Strong leadership and communication skills.Ability to analyze data and improve processes.


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